- Customer service professionals should have two goals…when helping an upset customer.…First, we want to help them feel better.…That takes care of their emotional needs.…Second, we need to try to solve the problem.…That takes care of their rational needs.…Solving the problem can be difficult if we get stuck on…the negative emotions.…We might find ourselves getting caught up in the…fight or flight response, lacking empathy,…or arguing with the customer.…None of these are productive.…Let's return once again to the coffee shop scene.…

Try to observe how the barista gets caught up…in the customer's negative emotions…rather than focused on solving her problem.…- Let's take a look.…Yup, pretty sure I put four pumps in here.…(sniffing)…Definitely a lot of vanilla in this.…- Well, there's not enough vanilla.…- Well if you wanted more vanilla,…you should have just asked for more pumps.…I can put more in here but there's definitely…four pumps of vanilla in this.…- Look, when I get a vanilla latte from my other coffee shop…

Resume Transcript Auto-Scroll

Author

Released

7/6/2015

More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course will reveal proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.